Created unsatisfactory condition for the customer

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Reference no: EM133951068

Question

We know that this happens, especially in social media. A customer complaint highlights a problem that may have to do with your product, an employee, or some internal process that has created an unsatisfactory condition for the customer. You have received a complaint from one of your loyal customers about a bad experience he had with a cell phone that he has purchased. When he attempted to return it for a full refund, the sales person informed him that a refund would not be an option because the purchase had been made more than 8 days ago. However, the sales person did offer to fix the phone for the customer at a price of $400; this offer was unacceptable to the customer, who clearly wanted a refund for a cell phone that malfunctioned. It is apparent that your customer is frustrated and very disappointed. Give an overview of the situation and your thoughts about it.

Reference no: EM133951068

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